Public Libraries & IT

Kelly Brouillard, MSSW, MLSAdult Services LibrarianLewisville Public Library

kbrouillard@cityoflewisville.com@libgirl28

Portion of “Creating Alliances with the Overlapping Fields of IT & Librarianship” presented at the Texas Library Association Annual Conference in Houston

April 2012

• Computers• Internet/ Wi-Fi • Printers & Copiers

And the list goes on….

Public libraries are chock full of technology!

As librarians, we see first hand how technology supports and enriches the livelihood of individuals and families, as well as supporting our communities and local business.

• ILS/OPAC• Online databases• Downloadables

Ideal Library-IT relationship: •Inclusion•Collaboration•Open communication •Sharing ideas and knowledge

We are sometimes seen as technological superheroes to our patrons, but we still need support from IT colleagues.

Source: Public Library Technology Landscape, ALA’s Public Library Funding & Technology Access Study 2010-2011, www.ala.org/plinternetfunding

IT support comes from a variety of places

Majority of technology support in public libraries comes from: •Public service staff•System-level IT staff•Outside vendor

Librarians and staff in public libraries may feel stuck in the middle.

IT

stafferFrustrated patron

• Ultimately the kind of relationship you have with your IT staff affects your patron’s experience and satisfaction with your library

• If the library and IT aren’t working together effectively, chances are technology needs are not being met and problems persist unhappy patrons

• Unsatisfied patrons begin to have a negative perception of the library and ultimately your city or county

What kind of relationship do you have with IT?

How can we work better together?

Get to know each other!

Libraries & IT often differ in focus--Try to understand them and let them understand you!•Convey the libraries goals, purpose ,and technology needs•Share the benchmarks for technology among public libraries•Communicate the value of the technology services that you provide

This understanding will take time and some training•Educate your IT department—share what the library does, what the public wants/expects•Invite IT to shadow your staff so they may see your tech issues first hand •Help IT keep the library context in mind when working on technology projects

Educate your staff•Invite IT to give a training for library staff on how your system is setup and basic troubleshooting•Follow the latest technology trends, learn some “techie speak,” play with gadgets•Learn the “map” of your IT department so you know the appropriate person to contact•Find out if there is a library liaison, someone in IT dedicated specifically to the library’s tech needs

Communicate

• Work with your IT department to setup a system of communicationExamples: webform for reporting/tracking issues, weekly status update, procedures for follow-up

• Use consistent and precise terminology

• Give detailed descriptions of the problem and what you’ve already tried in an attempt to fix the problem yourself

Poor communication often erodes good will and poisons working relationships. Misunderstandings can lead to wasted time and effort, so put some effort into developing a system

for communicating with your IT support.

Clear, open communication is essential.

Come together

Collaborate on technology projects

When making decisions/plans for the library, involve IT staff from the start–don’t include them as an after thought

When you form a team to work on a technology project, invite an IT staffer to be a team member—get their input and make them feel apart of the library’s goals.

Collaboration also ensures that you’re able to help IT keep the library context in mind when working on technology issues or projects.

Be part of the solution

The first answer from IT staff is likely always “no” – Since IT staff are so busy, they use “no” as a gating mechanism. If they say no and you actually go away, they assume you didn’t need them that badly to begin with. You have to decide whether you are going to accept “no” for an answer.

Pick your battles—Some things are worth fighting for and others aren’t. A helpful clue…if your library customers will not notice any difference if you get what you want, then drop it.

If you decide to battle it out, be part of the solution. Do your homework. Come up with alternatives to a problem and present them to IT in a detailed plan or proposal. Sometimes librarians know about stuff the IT department doesn’t –learn from library colleagues how they resolved a similar tech issue and then share it with your IT department

IT staff aren’t insensitive to your needs, they’re just really busy and have their own job responsibilities and priorities. If you make it clear to them that what you’re asking them to do is very important to you, your library’s mission, and to the people you serve, and if you offer up a solution, chances are they will be more like to help.

Follow the Golden Rule…treat others how you want to be treated.

You may not understand what IT does, but keep in mind that they do have other customers that demand their time .

•Try to be patient and give IT a realistic amount of time to respond. •Ask nicely. Respect and courtesy can go a long way in making your relationship with your IT department a pleasant and efficient one.•Show appreciation. Everyone likes their work acknowledged. Remember to include IT staff when hosting library staff appreciation events or holiday parties.•A simple thank you note goes a long way.

ResourcesBrewster, Tom. “Why Everyone Hates the IT Department.” PC Pro. November 25, 2011.

http://www.pcpro.co.uk/features/371254/why-everyone-hates-the-it-department.

Null, Christopher. “How to Work With Your IT Department.” Executive Travel Magazine. Mar/Apr 2011. http://www.executivetravelmagazine.com/articles/how-to-work-with-your-it-department.

“Opportunity for All: How the American Public Benefits from Internet Access at U.S. Libraries.” Sponsored by University of Washington Information School, Bill & Melinda Gates Foundation, and Institute of Museum and Library Services. March 2010. http://www.imls.gov/assets/1/AssetManager/OpportunityForAll.pdf.

“Public Library Funding & Technology Survey 2010-2011.” Sponsored by American Library Association and the Bill & Melinda Gates Foundation. http://www.ala.org/plinternetfunding.

Schone, B. J. “Working Harmoniously with Your IT Department (Yes, It Can Be Done!).” The eLearning Guild Annual Gathering. April 2008. http://www.elearningguild.com/showFile.cfm?id=2809.

TechSoup for Libraries http://www.techsoupforlibraries.org/ “nonprofit devoted to making technology and technology education available and affordable to nonprofits and libraries”

Tenant, Roy. “How to Work Successfully With Your IT Department.” The Digital Shift. November 21, 2011. http://www.thedigitalshift.com.